LOCATION: Remote or Scotts Valley, CA
Universal Audio is looking for a talented Technical Support Representative to join our growing team. This person will provide pre and post-sale technical support for UA’s product line of connected digital interfaces, guitar products, analog equipment and on-line store. The ideal candidate for this position will have extensive knowledge of guitar products, support and lore. This is done via online request, telephone support and via self-service tools.
Responsibilities
- Assist all Universal Audio customers and incoming inquiries as required
- Provide UA product installation support and troubleshooting for Windows and MAC based computers
- Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers
- Generate knowledge base entries, both written and in video tutorial formats
- Communicate directly with customers either by telephone, chat, on line requests, or service requests
- Respond to customer inquiries, complaints, and service requests within specified department metrics
- Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Process replacement parts orders
- Provide customers with presales product and service information
- Provide support to customers to help resolve potential account issues, including research of on line purchases
- Communicate and coordinate with internal departments as required
- Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns
- Coordinate the handling of RMA, and service requirements through the distribution channel
Requirements
- Communication skills – English, verbal and written. In addition, region specific language as required by position.
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Ability to translate support transactions and provide data collection to categorize interactions
- Adaptable, initiative, tolerant, empathetic, and with a positive approach to customer’s needs
- Experience with use of UAD-2/Apollo hardware products.
- Experience with UA Software: UA Console and LUNA recording software.
- Ability to lift 20 pounds
- Must be able to sit for extended periods
- Available to work overtime and weekends when required.
- Have access to high speed internet connection to accommodate working remotely
- Have an appropriate workspace in your residence, when applicable
- Have reliable transportation, when applicable
Education / Work Experience
- High school diploma, general education degree or equivalent. Formal recording technology education desirable
- Advanced Knowledge of customer service principles and practices
- Advanced Knowledge of configuring and troubleshooting Windows and MAC based computers
- Knowledge of relevant computer applications “DAW” for use with Universal Audio products (i.e. Cubase, Pro Tools, Nuendo, Ableton Live, Logic Pro, etc.)
- Knowledge of recording studio hardware/software signal routing principles, and modern recording techniques
- Knowledge of music production, sound design, basic principles of sound
- Knowledge of guitar rig configuration, signal routing, pedal board set up, and effects
Skills Required
- High school diploma, GED, or equivalent
- Strong verbal and written English communication skills
- Problem analysis and problem-solving skills
- Attention to detail and accuracy
- Ability to categorize support transactions and provide data collection
- Customer-focused, adaptable, empathetic, and positive approach
- Experience using UAD-2 and Apollo hardware products
- Experience with UA Console and LUNA recording software
- Advanced knowledge of customer service principles and practices
- Advanced knowledge of configuring and troubleshooting Windows and macOS computers
- Knowledge of DAWs including Cubase, Pro Tools, Nuendo, Ableton Live, or Logic Pro
- Knowledge of recording studio hardware, software signal routing, and modern recording techniques
- Knowledge of music production, sound design, and basic sound principles
- Knowledge of guitar rig configuration, signal routing, pedalboard setup, and effects
- Ability to lift 20 pounds
- Ability to sit for extended periods
- Availability to work overtime and weekends when required
- High-speed internet connection for remote work
- Appropriate home workspace for remote work
- Reliable transportation when applicable
- Formal recording technology education
- Region-specific language skills when required
What We Do
Founded in 1958 by recording pioneer Bill Putnam Sr., and refounded in 1999 by Bill Putnam Jr., Universal Audio is best known for its classic, hand-built analog hardware, award-winning line of Apollo audio interfaces, and advanced UAD Digital Signal Processing technology for recording, mixing, and mastering audio. Headquartered in Scotts Valley, California, with offices in Los Angeles, Colorado, and Amsterdam, UA is focused on merging the best of vintage analog and modern digital technology. With its rich recording heritage, UA has been “Setting the tone since 1958.”
